Lydia Coyle Management Consultant at Woodhurst
To navigate the complex landscape of channel strategy, Building Societies must consider their core mission of serving diverse customer needs while adapting to changing technological trends. How do Building Societies create the optimal physical channel strategy? Preserving the human touch: Branches can remain a differentiator and a key point of val...
27 November 2023 /people /inclusion Financial Transformation
Alex Kreger Founder & CEO at UXDA
The rapid development of digital technology is making new demands on financial brands. Marketing methods that used to work perfectly only a decade ago, don't deliver the expected results anymore. There are so many alternatives available on the market that a pretty package and a catchy slogan aren't enough to convince people to buy and stay loyal t...
22 November 2023 /people /retail Banking Strategy, Digital and Transformation
How long does it take Building Societies to update products on the back of rate changes? Rapidly responding to market rate changes is critical for staying competitive, maintaining commercial stability and demonstrating that you are doing the right thing for your members. Speed matters: Being swift in updating your product offerings to reflect rate...
21 November 2023 /people /inclusion Financial Transformation
Robert Houghton Founder at Insightful Technology
The battle about operating at home, in the office or other locations continues to rage in financial services. Yet in many ways, the debate is irrelevant. The genie is out of the bottle. Ignoring it – even if very few people work from home in an organisation – simply increases risk. This stems from regulators’ calls for a level playing field acros...
17 November 2023 /regulation /people Financial Services Regulation
Mantvydas Štareika CEO at CapitalBox
It’s not entirely surprising to see the fintech industry embrace artificial intelligence with the fervor that it has for the last several years. Adopting the latest technology is part and parcel of what the most innovative fintech companies have been doing since day one – in fact, it’s one of the characteristics that has most distinguished these c...
15 November 2023 /people /startups
Are Building Society colleagues doing high-value tasks that drive success of the organisation? "I want employees to have more time to provide good outcomes to the customer rather than doing lots of manual work. I want the customer experience and the employee experience to be as frictionless as possible." - Phillippa Cardno, CEO of Newbury...
15 November 2023 /people /inclusion Financial Transformation
Phil Ashton Chief HR Officer at Quant
The pandemic is thankfully now behind us. Yet, the major conversation around working patterns that it forced onto the table lingers, with firms of all sizes grappling with questions around the benefits of working remotely versus in-office collaboration. Some organisations have issued directives about returning to the office full-time or made the de...
13 November 2023 /people Fintech innovation and startups
In recent years there has been growing discussion on the ability of financial institutions to adapt their services to the expectations of digital-first customers. What should financial businesses consider in order to offer a service that will meet digital customer expectations from a bank and financial services? Perhaps, there has never been such ...
13 November 2023 /people /retail Digital Banking
Craig Farley Head of Solution Consulting at IPI
The main point of contact for many customers with their financial services provider is with customer service agents in a contact centre. The interactions they have with these agents play an important role in the experience they have with that brand, and therefore have a huge knock-on influence on how that brand is perceived. A subpar customer expe...
07 November 2023 /people /cloud Cloud Migration
Building Societies often boast great NPS scores, but how do they ensure they are really offering an exceptional customer experience? Customers and brokers expect more than just friendly service. To ensure a great customer experience, technology, innovation, and customer-centricity must be embraced. Choice: Give customers choice in channels, product...
06 November 2023 /people /inclusion Financial Transformation
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